High Technology quoted a statement from the Westin Atlanta Airport, which included these items:
Yes, you are correct regarding Elite member welcome amenity and lounge access being 2 separate benefits to which you should receive recognition.
Good. At least hotel management is aware of that much.
You did select breakfast for your welcome amenity. The program guidelines do not state if it should be hot or continental. We offer continental with a small upcharge if you want a hot breakfast or the full buffet.
The official Marriott Bonvoy Loyalty Program Terms & Conditions (not "guidelines," as though these are just suggestions) use the terms "breakfast in restaurant" and "continental breakfast" deliberately in two different contexts. The former is a Welcome Gift choice that members who are Platinum Elite and above are allowed to make at some brands and property types. The latter is an alternative when the lounge is missing or closed at some brands and property types.
The Terms & Conditions do not define "breakfast in restaurant" or "continental breakfast," so these terms mean what a reasonable person would expect from their context. "Breakfast in restaurant" does not mean breakfast in the Club Lounge. "Breakfast in restaurant" does not mean only a subset of what most other guests are having for breakfast at the same hotel restaurant. "Breakfast in restaurant" does not mean that elite guests must pay an up-charge if they want a real breakfast. And "breakfast in restaurant" does not mean "continental breakfast," or the Terms and Conditions would not make a deliberate distinction between the two terms.
Most properties comply with Terms & Conditions. Many properties pride themselves on their excellent restaurant breakfasts. They understand the importance of following through on the promises that Marriott Bonvoy makes to elite guests.
Regarding lounge access, since we do not offer a lounge, you are entitled to 750 additional Bonvoy points. We will points these additional points to your account this week, along with another 1500 points for this inconvenience.
This statement is actually wrong.
Sheraton, Le Méridien, and Westin provide lounge access to guests who are Platinum Elite and above, but only if those hotels or resorts have a lounge and it's open. There is no alternative offered when lounge is missing or closed. There is no guest compensation. (This is completely different at hotels of five Marriott legacy brands.)
"750 additional Bonvoy points" is one of the elite member choices at hotels of five Marriott legacy brands when the lounge is missing or closed, but it does apply to Sheraton, Le Méridien, or Westin.
It is amazing to me that managers at the Westin Atlanta Airport don't understand something as basic and important as Marriott Bonvoy benefits for each elite tier of the program -- at their own hotel.
As members, we're supposed to know all the rules, exceptions, choices, limitations, geographic differences, and so on for 30 Marriott Bonvoy brands -- but managers at some properties are ignorant about what benefits they are obligated to provide.
Perhaps a
Marriott Bonvoy Lurker could share my comments with management at the Westin Atlanta Airport. These managers really need to understand their legal obligations to elite guests. Who knows? They might even discover it's good business NOT to disappoint and alienate loyal guests.